“Treat your customer like your mom” | John Merris on loyalty, referrals & CX at Solo Brands скачать в хорошем качестве

“Treat your customer like your mom” | John Merris on loyalty, referrals & CX at Solo Brands

What if every ecommerce decision started with the question: “Would this make my mom happy?” In this episode of The Ecommerce Toolbox: Expert Perspectives, John Merris, CEO of Solo Brands, joins host Kailin Noivo to share a powerful CX philosophy: treat your customer like your mom. From there, John explores how to build high-growth ecommerce teams, improve customer happiness through referral & repeat rates, and make smart decisions about outsourcing vs. insourcing. Whether you're leading digital transformation or doubling down on retention, this episode is packed with wisdom—and no silver-bullet promises. What you'll learn: Why customer obsession beats channel obsession How to track customer happiness with data that matters When to outsource vs. when to build in-house What traits define strong ecommerce teams Why chasing the next big thing might be hurting your growth Timestamps: [01:35] - How to build high-growth ecommerce teams [04:09] - Modernizing Ribble Cycles: A legacy brand goes digital [07:21] - Balancing digital transformation with brand identity [10:20] - Why in-house control is key to digital strategy [13:53] - 2023 ecommerce trends: AI, data, and personalization [20:41] - When to use agencies vs building internal teams [24:45] - Why ecommerce teams should stop chasing silver bullets [28:44] - How to increase conversions by focusing on existing traffic 👉 Want to catch ecommerce issues before they impact CX or conversion? Book a demo of Noibu’s ecommerce monitoring and experience analytics platform: https://www.noibu.com/free-checkout-a... 🎙️ Produced by Fame.so 🔗 Connect with the guests: John Merris:   / johnmerris   Kailin Noivo:   / kailinnoivo   #customerexperience #soloBrands #referralmarketing #ecommerceleadership #loyaltymetrics #inhousevsagency #johnmerris #digitalstrategy #noibu